7. ITSM - proposta BMC Remedy Asset Mgmt. BMC Remedy SLA BMC Patrol BMC Service Impact Manager BMC Remedy Help Desk BMC Remedy Change Mgmt. Reportistica ed Analisi
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9. Use an ITSM maturity model and audit methodology to identify improvement roadmaps. Envision best-of-breed ITSM environment Adopt a successful service strategy, along with a business-driven governance model for delivering IT services. Harmonize processes within complex organisations, and align with ITIL, CoBIT, Lean or 6 Sigma. Implement ITSM related tools through our comprehensive SMART methodology. Enterprise-wide transformation Propagate change throughout legacy ITSM environments and organisations. Reduce Total Cost of Ownership through our ITSM cost - elimination program. Deliver 24x7 and end-to-end ITSM environments. Operate ITSM environments Manage the whole ITSM lifecycle. Define an appropriate outsourcing policy, from third party maintenance to a software-as-a-service approach. The ITSM Devoteam Methodology
We are an IT Consulting Company – and our vision is to help our Clients obtain the highest value from Connecting Business & Technology. We originally come with a Technology background and we are #1 advisors on this field in EMEA We have a very strong technology background from many years in the field. And we have several advisors and experts that have more than 30 years of experience in consulting helping clients obtaining the benefits form using technology Our position today in the market is in the cross-roads between Business and Technology: From our clients we know that it often can be a big challenge for them to implement and utilise the full potential of technology. Hence, we focus on understanding the Business Domain of our Clients and with our strong technology background we believe that we can provide the highest value to our clients 13/06/11
Copyright DEVOTEAM SITICOM 13/06/11
Copyright DEVOTEAM SITICOM 13/06/11
Copyright DEVOTEAM SITICOM 13/06/11
Build 1) What does the user care about? This arc illustrates the end users expectation, the quality of service being provided and the quality of the users experience Build 2) These are the elements that comprise the IT infrastructure, or the technology that ultimately delivers QoS – BMC has traditionally and successfully focused most of our energy in this area – and we’ve sold our customers the tools to manage this stuff Build 3) There is an inferred or agreed to commitment from the business to provide users with a certain level of service, Build 4) if this expectation is not met, the user calls the Help/Service Desk ( 73% of service desk calls are initiated by end users) and a help ticket is generated. Build 5) The cause of the service degradation must then be determined by filtering, normalizing and correlating the events (alarms) that are being generated by the infrastructure components, in order to perform root cause analysis. Build 6) Business impact is then determined by linking the events back to the service model. Then users must be notified that there is a problem in a specific application and the appropriate service person (System Administrator, DBA, etc.) must be asked to fix the problem. Build 7) The service model (and root cause analysis?) information is stored in the CMDB. Build 8) In order to build a service model you need to perform discovery of assets (physical, logical, and their dependencies) and understand them as they relate to a business service Build 9) Then we need to manage those assets and create that service model (in order to move up the scale on the Gartner maturity model). Build 10) According to IDC(?), 80% of incidents are the result of change in the environment. So, in addition to managing assets, you need to manage changes that occur to the assets. Build 11) Completes closed loop… Build 12) Capacity and Provisioning – need change approval process, capacity management process feeds change management process. Need to understand capacity and provisioning in order to understand how things are running normally and to have a plan in place in the event of a service level breach or failure (because of increased workload and resulting need for additional capacity).
AR System is the foundation for all of Remedy’s packaged applications and it enables customers to easily modify the applications to fit the unique needs within their organization. Additionally, our customers and partners design unique applications using AR System. Below is a listing of some of the hundreds of applications built upon AR System by our partners, ISVs, and customers. Account Creation Management Billing and Invoicing Billing Support Bug/Defect Tracking Check Verification Circuit Management Compliance (Audit Trail) Management Configuration Management Contract Order Tracking Contract/Bid Tracking – Compliance; Auction Customer Complaint Tracking Customer Equipment purchase and configuration Customer Launch Checklist Development environment Document Management / Tracking Equipment Ordering Escrow Tracking / Management Expense Report / Management Fleet Technical Issue Tracking Fleet Scheduling Government Processes Grocery Solutions Group Issue Tracking Health and Safety Issue Tracking Idea Tracking Illegal Issues Tracking In house Credit Bureau Insurance Claims Inventory Management Tracking Legal Issue Tracking Logistics Support (Multi-brand) Mailing List Management Military Orientation Network Fraud Management Network Infrastructure Incident Management Tool New Hire Tracking Order Fulfillment Order Management Order Tracking Partner Relationship Management Parts Tracking Payroll and Pension Problem Tracking Performance Report Management Performance Review Tracking Public Relations Tracking P.O.S. Hotline Procurement Product Defect Tracking Project Tracking Property Management Quality Management Real Estate Management Resource Planning Retail Link Returns Management Self Qualification (Leads in Marketing) Service Portfolio Management Service Assurance Control Software Distributor Management Supplier Tracking Talent Tracking Telecom provisioning Training Management Trouble Management Version Tracking Vendor Relations Warehouse Management Work Allocation Work Flow Documentation Work Request Tracking Workforce Management
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